Full-Time
Customer Success Associate Director
Updated on 9/4/2026
Wolters Kluwer
10,001+ employees
Offers professional information, software, and services
Compensation Overview
$122.3k - $218.6k/yr
Company Historically Provides H1B Sponsorship
Indianapolis, IN, USA + 5 more
More locations: Dallas, TX, USA | Philadelphia, PA, USA | Chicago, IL, USA | Waltham, MA, USA | Kennesaw, GA, USA
Hybrid
Eight days in the office per month are required.
Bachelor's
 Customer Experience & Support (1) |
|---|
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- A bachelor's degree in a related field, specialized training, or equivalent work experience is required.
- At least 6 years of experience in Customer Success, Account Management, Product Marketing, or a related customer-facing role is required.
- The role requires a proven track record of influencing cross-functional partners such as Sales and Product without direct authority.
- The role requires the ability to engage directly with customers to understand workflows, challenges, and adoption behavior.
- The role requires the ability to present to senior stakeholders, facilitate cross-functional alignment, and clearly articulate tradeoffs and recommendations.
- The role requires up to 40% travel as needed based on customer needs.
- Serve as the primary Customer Success leader for an assigned portfolio of the organization's largest, most strategic, and most complex health system customers.
- Develop trusted relationships with executive, clinical, pharmacy, nursing, digital, operational, and administrative stakeholders across customer organizations.
- Establish a deep understanding of each customer's strategic priorities, organizational goals, operational challenges, and clinical initiatives.
- Lead executive business reviews, strategic planning sessions, and value realization discussions with senior customer stakeholders.
- Act as a trusted advisor, helping customers leverage CDSP solutions to achieve meaningful clinical, financial, and patient experience outcomes.
- Drive adoption, utilization, and value realization across the full UpToDate portfolio, including UpToDate, Lexidrug, Patient Engagement solutions, and future products, packages, and capabilities.
- Develop and execute comprehensive customer success plans aligned to customer goals and organizational priorities.
- Identify opportunities to increase awareness, adoption, workflow integration, and strategic use of portfolio capabilities across the health system.
- Partner with customer stakeholders to establish success metrics, monitor progress, and demonstrate measurable outcomes.
- Proactively identify risks to adoption, engagement, customer outcomes, or long-term partnership success and develop mitigation strategies.
- Develop and maintain detailed account strategies, stakeholder maps, success plans, and engagement plans for assigned health systems.
- Coordinate customer success activities across multiple facilities, service lines, departments, and stakeholder groups within complex healthcare organizations.
- Ensure customer objectives, risks, opportunities, and outcomes are documented and actively managed.
- Leverage customer data, utilization trends, and health indicators to inform engagement strategies and recommendations.
- Drive accountability for achieving customer-defined success outcomes and maximizing customer value.
- Partner closely with Sales counterparts to support retention, renewal, and expansion opportunities within assigned accounts.
- Provide strategic customer insights, adoption trends, executive relationship intelligence, and value realization metrics to inform account planning.
- Collaborate on customer engagement strategies, executive meetings, and renewal preparation activities.
- Identify opportunities for broader portfolio adoption and communicate customer needs and priorities to commercial partners.
- Support account growth objectives by ensuring customers understand and realize value from current and emerging CDSP capabilities.
- Serve as the voice of the customer by communicating customer priorities, challenges, feedback, and market trends to internal stakeholders.
- Partner with Product Management, Clinical teams, Support, Marketing, and other functions to address customer needs and improve customer outcomes.
- Lead coordination of resources and stakeholders necessary to support complex customer initiatives, escalations, and strategic opportunities.
- Advocate for product enhancements, service improvements, and innovations that address customer challenges and advance customer success.
- Support adoption of new products, capabilities, and strategic initiatives across assigned accounts.
- Serve as a subject matter expert and mentor within the Customer Success organization, sharing best practices and expertise related to strategic account management and customer value realization.
- Contribute to the development of customer success methodologies, tools, processes, and engagement strategies.
- Support onboarding and development of Customer Success Managers and Senior Customer Success Managers through coaching and knowledge sharing.
- Participate in strategic initiatives that advance Customer Success capabilities and organizational objectives.
- Represent Customer Success in cross-functional projects, customer advisory activities, and strategic business initiatives as appropriate.
- Provider/healthcare segment expertise is strongly preferred.
Wolters Kluwer is a global provider of professional information, software solutions, and services for professionals in legal, business, tax, accounting, finance, audit, risk, compliance, and healthcare. Its products are offered on a subscription basis and include software tools and access to professional information, plus consulting and one-time reports. The software and information help clients improve financial performance, comply with regulations, and manage ESG and other risk areas; ESG solutions support sustainability goals and risk management. The company integrates software, content, and expert guidance rather than relying on a single product, and it operates in a specialized market with a strong emphasis on regulatory compliance and ethical practices. Wolters Kluwer’s goal is to help customers perform better, stay compliant with evolving rules, and manage risk in a responsible, transparent way.
Company Size
10,001+
Company Stage
IPO
Headquarters
Alphen aan den Rijn, Netherlands
Founded
1835
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Simplify's Take
What believers are saying
- August 2026 Marosa adds European VAT e-invoicing, expanding indirect-tax coverage.
- OpenAI collaboration and Libra integration accelerate AI features in legal workflows.
- 2026 share buyback and higher dividend signal strong cash generation.
What critics are saying
- February 2026 antitrust dismissal ended one case, but scholarly publishing scrutiny persists.
- 2026 restructuring costs of €10-20 million and higher product spend pressure margins.
- Epic-native clinical AI can displace UpToDate if dosing trust breaks after a safety incident.
What makes Wolters Kluwer unique
- Wolters Kluwer owns regulated workflow data, not generic software, across healthcare, tax, legal.
- UpToDate Expert AI reached 2,500 hospitals, showing trusted clinical AI distribution.
- TeamMate, StandardFusion, and Marosa deepen compliance platforms with recurring, domain-specific content.
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Benefits
Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Disability Insurance
Health Savings Account/Flexible Spending Account
Unlimited Paid Time Off
Flexible Work Hours
Hybrid Work Options
Paid Vacation
Paid Sick Leave
Paid Parental Leave
Wellness Program
Mental Health Support
401(k) Retirement Plan
401(k) Company Match
Professional Development Budget
Commuter Benefits
Tuition Reimbursement
Growth & Insights and Company News
6 month growth
↑ 1%1 year growth
↑ 1%2 year growth
↑ 0%Wolters Kluwer, Finago partner to streamline accounting workflows. The collaboration seeks to provide Swedish businesses with more integrated financial workflows. Wolters Kluwer Tax & Accounting Sweden has partnered with financial management software provider Finago to simplify accounting processes. The partnership aims to provide Swedish businesses with more integrated financial workflows. Finago will contribute its accounting expertise, while Wolters Kluwer will provide software and expert solutions for accounting professionals. The partnership will connect Finago's daily accounting processes with financial statement preparation and tax reporting in Wolters Kluwer's Capego solution. Finago Sweden country manager Andreas Näslund said: "The future of accounting is built on connected workflows, automation and access to real-time data. "Together with Wolters Kluwer, International Accounting Bulletin is creating a best-in-class platform that enables accounting firms to work more efficiently, improve quality and scale their services without increasing complexity. "By bringing together complementary strengths, we provide firms with a seamless ecosystem that supports the entire client journey, from bookkeeping and compliance to reporting and advisory services, while ensuring they remain in control of both their data and customer relationships." In a statement, Wolters Kluwer said the collaboration marks a move towards a "more connected and open financial ecosystem". Wolters Kluwer Tax & Accounting Sweden country lead Kristina Lagerstedt said: "Accounting firms and growing businesses need technology that supports greater complexity without taking away their flexibility or control. "By connecting Finago to the Capego ecosystem, International Accounting Bulletin is creating a more seamless workflow across accounting, practice management, financial statements and tax reporting. "Capego sits at the heart of firms' operations, supporting planning, workflows and compliance processes, while Finago extends the ecosystem with cloud-based accounting and payroll capabilities. "Together, this helps firms work more efficiently, streamline processes and spend more time delivering value to their clients." In March this year, Wolters Kluwer Tax and Accounting Italy added Genya Dichiarativi Expert AI to its Genya cloud platform. The feature was designed to help tax and accounting professionals compile tax declarations. Give your business an edge with its leading industry insights.
Dyad and Wolters Kluwer collaborate to automate policy administration compliance for insurance MGAs. August 27, 2026, 13:58 GMT MGAs, MGUs, and Program Administrators can now automate key policy administration compliance workflows directly inside ALIS DX. By integrating NILS(TM) CNR with ALIS DX, organizations can reduce manual effort, improve process consistency, and more easily navigate jurisdiction-specific requirements." - Sara Scott, Wolters Kluwer Financial & Corporate Compliance BREA, CA, UNITED STATES, August 27, 2026 / EINPresswire.com / - For insurance MGAs, MGUs, and Program Administrators, policy compliance has long been a manual process. The wrong form, an outdated rule, or a missed state requirement can mean penalties, legal disputes, and reputational damage. Dyad today announced it's collaborating with Wolters Kluwer to automate this workflow. The Wolters Kluwer Integration for ALIS DX connects Dyad's platform directly to Wolters Kluwer's NILS(TM) API. The new integration generates state-compliant notices automatically without leaving ALIS DX. For organizations administering policies across multiple states, managing compliance is operationally complex. Dyad's workflow automation, combined with Wolters Kluwer's continuously maintained regulatory content and jurisdiction-specific forms addresses this directly. It replaces manual processes with automated notice generation that is faster, more accurate, and current. "Efficient policy administration depends on streamlined workflows that help teams manage complex requirements with confidence," said Sara Scott, Senior Director, Sales Channel & Affiliates, Wolters Kluwer Financial & Corporate Compliance. "By integrating NILS(TM) CNR with ALIS DX, organizations can reduce manual effort, improve process consistency, and more easily navigate jurisdiction-specific requirements. This relationship can help insurers optimize their operations while supporting accurate and timely policy lifecycle management." The integration is built on Wolters Kluwer's NILS(TM) rules engine, which applies jurisdiction-specific logic and expert regulatory guidance at the point of notice creation. Every notice generated through ALIS DX reflects current state requirements, which reduces the errors that arise from outdated forms, manual data entry, and inconsistent compliance practices across teams. "One of our core goals at Dyad is to bring automation to the workflows that are too important to get wrong and too repetitive to keep doing manually. Policy compliance fits both," said Jeff Wargin, Chief Product Officer at Dyad. "Working with Wolters Kluwer - one of the most trusted names in the regulatory industry - lets us deliver that automation natively inside ALIS DX, so MGAs can generate state-compliant notices with confidence, without leaving the platform." The collaboration leverages the full scope of policy compliance obligations that MGAs face across lines of business and jurisdictions. Each workflow is fully automated, replacing the manual preparation and review cycles that compliance teams have traditionally spent on notice generation. The Wolters Kluwer integration for ALIS DX is now available as an add-on module to ALIS DX (version 4.1.9.0 and above). About Dyad Dyad delivers software and services that simplify insurance processing and distribution. Dyad has redefined insurance technology by continuously improving its solutions, ensuring our customers can focus on growing and evolving their business, delivering superior customer service, and developing valuable insight into their business. Learn more at dyadtech.com. Nicholas Peddle Dyad [email protected] Legal Disclaimer: EIN Presswire provides this news content "as is" without warranty of any kind. We do not accept any responsibility or liability for the accuracy, content, images, videos, licenses, completeness, legality, or reliability of the information contained in this article. If you have any complaints or copyright issues related to this article, kindly contact the author above. You just read: August 27, 2026, 13:58 GMT EIN Presswire's priority is author transparency. We do our best to weed out false and misleading content. The content above is the sole responsibility of the author who makes it available. If you have any complaints, kindly contact the author above. Nicholas Peddle [email protected]
New Wolters Kluwer Health prior authorization and claims processing optimization tools help payers meet tighter regulatory timelines, reduce high appeal overturn rates. Key takeaways. * New Health Language Data Quality Workbench enhancements help payers meet CMS prior authorization timelines by improving clinical terminology mapping and reducing manual review efforts. * Expert-curated crosswalks connect EHR terminologies such as SNOMED CT and LOINC with payer coding systems, enabling more accurate and consistent authorization decisions. * Standardized procedure code relationships help reduce interpretation errors, support claims processing efficiency, and lower the risk of costly appeal overturns. New features help payer teams interpret clinical intent more consistently across authorization and claims workflows Wolters Kluwer Health has incorporated new enhancements to its Health Language Data Quality Workbench that help U.S. health insurers meet challenging 2026 federal deadlines while reducing high appeal overturn rates. The enhanced terminology, mapping, and value set management tools provide payers with a single foundation to interpret clinical terminology and procedure codes more consistently during authorization and claims review processes. Shorter decision timelines increase pressure on prior authorization workflows. The Centers for Medicare & Medicaid Services Interoperability and Prior Authorization Final Rule (CMS-0057-F) requires payers to meet new prior authorization decision timeframes, and to implement specified application programming interface requirements. However, high denial and appeal overturn rates have prompted even more regulatory attention, highlighting the need for accurate code interpretation to ensure consistent, transparent authorization workflows, and to build stakeholder trust. Prior authorization automation can cause a simple but costly problem: providers and payers operate using different clinical and administrative languages. A physician may document and order care using SNOMED CT concepts, while a payer evaluates that same request using ICD-10-CM or CPT-based policies. Health Language Data Quality Workbench eliminates the noise created by those terminology mismatches, enabling organizations to transform clinical intent into machine-readable intelligence. The result is more efficient prior authorization decisions and reduced unnecessary administrative burden. Wolters Kluwer Health's expert-curated terminology connects clinical intent with payer workflows. Health Language Prior Authorization Crosswalks connect clinical terminologies used in electronic health records (EHRs), including Systematized Nomenclature of Medicine Clinical Terms (SNOMED CT) and Logical Observation Identifiers Names and Codes (LOINC), with the procedure and billing codes used in payer workflows such as, CPT, ICD-10-CM, and HCPCS. The curated mappings help payer systems interpret clinical intent and code relationships more consistently, reducing the need for manual reconciliation, preventing inconsistent interpretation, and helping organizations prepare for CMS coverage requirements Clinically Comparable Procedures Codes identifies defined relationships among procedure codes that represent comparable services, including distinctions such as age specificity, surgical approach, and diagnostic or therapeutic intent. Clinically Supporting Procedures Codes identifies related services associated with an authorized primary procedure. This content gives payer teams a consistent way to maintain procedure relationships across authorization and claims-review workflows. These additions expand the governed terminology content available through the Health Language Data Quality Workbench, helping payer teams maintain more consistent code interpretation across prior authorization and claims-review workflows as operational and regulatory requirements evolve. These advancements reaffirm the company's commitment to driving better outcomes for providers, payers, and patients. About Wolters Kluwer. Wolters Kluwer (EURONEXT: WKL) is a global leader in information solutions, software, and services for professionals in healthcare; tax and accounting; financial and corporate compliance; legal and regulatory; corporate performance and ESG. Brain & Life help its customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with technology and services. Wolters Kluwer reported 2025 annual revenues of €6.1 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,100 people worldwide. André Rebelo Director, External Communications Related insights. Health Language Data Quality Workbench. Unlock the power of your healthcare data and improve your data quality with tools for managing, enriching, and mapping healthcare datasets. Establish a trusted data foundation to improve clinical accuracy in analytics and more efficiency into reimbursement processes.
Arma Partners advises Marosa on its sale to Wolters Kluwer. Arma Partners is pleased to announce that it has acted as exclusive financial advisor to Marosa, a leading provider of VAT compliance and e-invoicing software, on its sale to Wolters Kluwer. Headquartered in Vigo, Spain, Marosa provides fully integrated VAT compliance and e-invoicing technology solutions to enterprise and eCommerce clients across Europe. Its flagship software, VATify, centralises e-invoicing, VAT registration and reporting, and automates communication with tax authorities. Aquiline was a minority investor in the company. Marosa joins Wolters Kluwer's Corporate Performance & ESG division. The transaction combines Marosa's European VAT compliance and e-invoicing capabilities with Wolters Kluwer's global reach and its strong position in US sales tax and VAT determination, accelerating the development of a broader global indirect tax platform. This transaction underscores Arma Partners' strong track record of delivering successful strategic outcomes for founder-led category leaders and reinforces its deep expertise in financial software.
Wolters Kluwer and Dentsu Soken deliver CCH(R) Tagetik as Daihatsu Motor's budget management system. Centralizing performance management for departmental and prototype development costs, with a next-generation platform designed for future expansion TOKYO-(BUSINESS WIRE)-Wolters Kluwer, a global provider of world-class solutions in corporate performance management and Dentsu Soken Inc. (Headquarters: Minato-ku, Tokyo; President and CEO: Hirohisa Iwamoto; hereinafter "Dentsu Soken"), today announced that Daihatsu Motor Co., Ltd. (Headquarters: Ikeda City, Osaka; hereinafter "Daihatsu") has selected CCH Tagetik Intelligent Platform, Wolters Kluwer's CPM (Corporate Performance Management) solution, as its new budget management system. Dentsu Soken will provide end-to-end support, from requirements definition and system implementation through to post-go-live operations and maintenance. Background and objectives Daihatsu Motor manufactures and sells light vehicles and compact cars primarily in Japan and emerging markets centered on Southeast Asia, with a commitment to accessible, high-quality mobility that enriches people's lives. As the business expanded, Daihatsu recognized an urgent need for mechanisms to respond swiftly to changes in market conditions and planning assumptions, enabling faster decision-making and more effective information sharing. Against this backdrop, Daihatsu sought to modernize its budget management infrastructure, reducing maintenance burden while establishing a flexible, unified management framework from the project level to the entire enterprise. CCH Tagetik was selected as the solution of choice, with Dentsu Soken as the implementation partner. Why Daihatsu chose CCH Tagetik * Extensive standard functionality that fits requirements without add-ons: CCH Tagetik's ability to flexibly adjust management dimensions, periods, and scope, while preserving the familiar spreadsheet interface for end users - combined with a controlled input and approval workflow was highly valued. Leveraging standard package functionality ensures access to the latest features on an ongoing basis, while achieving operational efficiency and reduced maintenance burden over the long term. * Flexible version management and centralized data: The ability to centrally manage multiple versions, including budgets, revised budgets, and forecasts, as scenarios on a single platform, enabling straightforward point-in-time comparisons and budget-to-actuals analysis, was a key selection criterion. * Phased scalability: CCH Tagetik's capacity to serve as a single platform designed for future expansion into other business areas was recognized as a significant advantage. * Dentsu Soken's proven automotive industry expertise: Dentsu Soken's extensive track record of EPM implementations in the automotive sector, combined with one of Japan's largest teams of certified CCH Tagetik professionals, was highly regarded. Dentsu Soken's unique end-to-end managed service, spanning robust infrastructure, application support, and ongoing operations post-go-live, was also a decisive factor in ensuring long-term operational stability and reducing Daihatsu's maintenance burden. Wolters Kluwer and Dentsu Soken will provide end-to-end support for Daihatsu, from system implementation through post-go-live infrastructure and application operations, contributing to the advancement of Daihatsu's corporate performance management. About Wolters Kluwer Wolters Kluwer (EURONEXT: WKL) is a global leader in information solutions, software and services for professionals in healthcare; tax and accounting; financial and corporate compliance; legal and regulatory; corporate performance and ESG. Business Wire, Inc. help its customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with technology and services. Wolters Kluwer reported 2025 annual revenues of €6.1 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,100 people worldwide. The company is headquartered in Alphen aan den Rijn, the Netherlands. Wolters Kluwer shares are listed on Euronext Amsterdam (WKL) and are included in the AEX, Euro Stoxx 50, and Euronext 100 indices. Wolters Kluwer has a sponsored Level 1 American Depositary Receipt (ADR) program. The ADRs are traded on the over-the-counter market in the U.S. (WTKWY). Contacts. Japan Media Contact Nahoko Tojo PR & Communications, CCH Tagetik Japan Wolters Kluwer CCH Tagetik (Tagetik Japan K.K.) TEL: 03-4588-6474 [email protected] Global Media Contact Tom Reller Public Affairs & Public Relations Associate Director Wolters Kluwer Corporate Performance & ESG +1 215-584-0409 [email protected] More News From Wolters Kluwer TOKYO-( BUSINESS WIRE )-Wolters Kluwer, a global provider of world-class solutions in corporate performance management and Dentsu Soken Inc. (Headquarters: Minato-ku, Tokyo; President and CEO: Hirohisa Iwamoto; hereinafter "Dentsu Soken"), today announced that Daihatsu Motor Co., Ltd. (Headquarters: Ikeda City, Osaka; hereinafter "Daihatsu") has selected CCH Tagetik Intelligent Platform, Wolters Kluwer's CPM (Corporate Performance Management) solution, as its new budget management system. Dents... HONG KONG-( BUSINESS WIRE )-Wolters Kluwer, a global leader in professional information, software solutions and services, today announced the successful go live of the CCH(R) Tagetik Corporate Performance Management (CPM) platform at Longcheer, a global leader in intelligent products and services. The implementation establishes a unified, finance driven digital platform spanning group consolidation, financial planning and analysis (FP&A), and management reporting, enabling Longcheer to transi... SINGAPORE-( BUSINESS WIRE )-Wolters Kluwer, a global leader in professional information, software solutions and services, today announced the successful go live of the CCH(R) Tagetik Corporate Performance Management (CPM) platform at Longcheer, a global leader in intelligent products and services. The implementation establishes a unified, finance driven digital platform spanning group consolidation, financial planning and analysis (FP&A), and management reporting, enabling Longcheer to transi... Wolters Kluwer. Release Versions Japan Media Contact Nahoko Tojo PR & Communications, CCH Tagetik Japan Wolters Kluwer CCH Tagetik (Tagetik Japan K.K.) TEL: 03-4588-6474 [email protected] Global Media Contact Tom Reller Public Affairs & Public Relations Associate Director Wolters Kluwer Corporate Performance & ESG +1 215-584-0409 [email protected]